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Skills

  • ITIL certified
  • Customer support for complex technical queries
  • Software diagnosis
  • Technical documents comprehension
  • Regulatory compliance
  • Staff education and training
  • Data recovery
  • Mac systems
  • Continuous professional development
  • Cross-Department Communication

Work Experiences

  • Addressed commonly escalated problems.
  • Conducted proactive follow-ups.
  • Conducted remote access troubleshooting.
  • Authored troubleshooting guides.
  • Achieved a 16% faster response time than the initial SLA agreement.
  • Achieved a 52% reduction in call frequency.
  • Achieved this for 8 consecutive months.
  • Achieved a 32% improvement in call resolution accuracy.
  • Collaborated with product development teams to identify UI/UX problems, contributing to a 21% increase in user satisfaction post-update.
  • Achieved results within the first 15 months.

Summaries

  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Addressed 13 recurring technical problems.
  • Within Miscellaneous, senior Support Center Analyst and outstanding performer in workflow optimization and vendor management.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 52% resolution within 14 hours.
  • Support Center Analyst with a 14-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Excellent workflow optimization and performance reporting knowledge.
  • Promotes team leadership and performance reporting skills that are dynamic.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 54% decrease in post-implementation inquiries.

Accomplishments

  • Facilitated multi-lingual training sessions for the IT support team, supporting the company's global expansion and improving response time by 21%.
  • Built and launched customized end-user training programs, reducing user-related incidents by 32% over 10 months.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Consistently met or exceeded departmental performance metrics including first-contact resolution rates, ticket volume, and customer satisfaction ratings by 51%.
  • Established a direct communication protocol for VIP clients, increasing response speed by 73% for high-priority inquiries.
  • Maintained a response rate of 13 minutes for procedure issues during peak hours, surpassing the performance benchmark by 77%.
  • Integrated ServiceNow into support operations, boosting process efficiency by 36% for inbound requests.
  • Received Innovation Award for handling over 11 support tickets within SLA at a 44% success rate consistently over 18 months.
  • Resolved product issue through consumer testing.
  • Developed and executed a customer satisfaction survey system, increasing actionable feedback by 33% and reducing negative feedback loops.

Affiliations

  • Association of Computer Technology Professionals (ACTP)
  • Android Developers Support Network
  • Society of Women Engineers
  • Project Management Institute
  • Technical Support Professionals Alliance (TSPA)
  • Association for Supply Chain Management (APICS)
  • CompTIA Certification Holders Community
  • Jaycees
  • International Customer Management Institute (ICMI)
  • ServiceNow Users Network and User Group

Certifications

  • CompTIA Security+ Certification
  • Salesforce
  • HDI Support Center Manager Certification
  • Certified Technical Support Professional (CTSP)
  • Microsoft 365 Fundamentals Certification (MS-900)
  • CompTIA A+ Technician
  • Zendesk Support Administrator Specialist
  • CompTIA Security+
  • Certified in Risk and Information Systems Control (CRISC)
  • ServSafe

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